sduris

Member Since: 5th Jun 2017

Bio

Sue Duris is Director of Marketing and Customer Experience at M4 Communications, a digital marketing and customer experience consultancy that helps tech companies in the US and EMEA create successful customer experiences. Her focus is in building voice of the customer, customer journey mapping, and loyalty and advocacy programs that drive growth.

Sue Duris

Director, Marketing and Customer Experience M4 Communications

15th May 2018

Why your customer feedback isn't actionable - and what to do about it

Collecting customer feedback isn't a problem. The problem is how to extract actionable insights from the data to drive process improvements...

Voice of the Customer

7th Sep 2017

Account-based marketing: Why is it important today? How will it evolve tomorrow?

In my recent article , I posited that account-based marketing (ABM) has become a priority for many B2B organisations, thanks in part to...

Technology

31st Aug 2017

Beware fake ABM: What is - and isn't - account-based marketing?

Earlier this summer, Salesforce announced that it was entering the account-based marketing (ABM) space, bundling a package of existing...

Strategy

19th Jun 2017

Customer service: Why it's time to shift to a proactive mindset

When I first heard the term 'proactive customer service', I had to do a double-take. Isn’t that an oxymoron? Doesn’t that go against...

Contact centres

6th Jun 2017

How customer journey mapping is making buyer personas important again

If you have worked in B2B for a while, you have used a derivative form of a buyer persona to segment your buyers. Tony Zambito, the founder...

Engagement